Complaints

• Initial Complaint

  01/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 26, 2**2, I purchased 1,000 screws, Part 405-14-114, hex head 14x114, from the Indianapolis branch of Interstate Utility Trailer at **** ******* ***** ************* ** *****, ###-###-####. The total was $438.70, which I paid for in cash on Invoice *********.**. After completing my project, I realized that I had bought too many of these screws. On September 6, 2**2, I called Utility and asked if they would accept 500 of them as a return. They agreed that they would. I drove back to the store that same day and gave them the 500 screws. I was given a new invoice for the return, Invoice ********* for the balance due to me of $219.35, the price of the 500 screws I returned. Utility's policy is that they say they will mail a check to me at a later time. I have never received the check, or even any correspondence or explanation from them. After several weeks, I began calling to ask for the status. I spoke with ***** initially, and in later calls I eventually dealt with *****. The conversation has always been the same. They claim that the checks are normally issued on Tuesdays, and my check was supposed to be issued, and they would have to contact someone at Corporate to find out why I haven't received it, and they would call me later with results. I have never gotten a phone call. On December 2, 2022 and January 4, 2023, I began making notes of the results of my phone calls on my invoice. In the January 4 conversation, ***** promised she would get me a check that day, and call me to confirm this when done. I did not hear from her. ***** or ***** have never refuted that I am entitled to the refund. In every conversation we have had, they renewed their commitment to provide it, but they have never done so, nor contacted me with an explanation. Since September 6, 2**2, they have had both the product I returned, and the money I paid for it on August 26. The absence of communication suggests to me that their promises are not made in good faith.

  Customer response

  01/17/2023

  *******************************************
  
  Thank you for your tremendous help in resolving my issue, Case # ********. An Interstate Utility manager, ***** ********, called me the same day he received your complaint. He researched my refund and found that it had been sent to the company I work for, not to me directly. No one had told me that previously, which is why I filed the complaint. Now that Interstate Utility and I have resolved the issue, I would like to please withdraw my complaint, or at least request that it not negatively impact Interstate Utility. If you would please confirm how I may do so, please contact me at ###-###-#### or ***********************. Thank you for your help.
  
  Sent from **** ****** *************************
  
  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this to bring to your attention my dissatisfaction with Interstate Utility Trailer which has severely impacted the functioning of my business.

  A couple months ago, Interstate Utility Trailer had repaired the damaged side panel of my trailer that had costed me $18,826.88 and was then returned back to me on 5/19/2022. Within a month, the same issue occurred and I reached out again to Interstate Utility Trailer as they had fixed it earlier and I had not expected the same issue to come up. They further asked me to bring the trailer to their premises and agreed to repairs at no additional costs.

  I brought my trailer to their premises on 9/6/2022 where 4-6 people inspected and confirmed the issue and again agreed to make necessary repairs at no additional costs. I dropped off my trailer on the same day as they had suggested and then later they further went ahead and opened parts of my trailer without my prior approval.

  Now they are declining to fix the issue and demanding payment of $3,960.33 to assemble the trailer back. They should have requested my approval before dismantling the trailer instead of now when it needs to be assembled. When I raised my concerns, they spoke inappropriately to me and stopped answering my calls. This is highly concerning and disrespectful behavior.

  This issue has adversely impacted my business and my ability to take new loads which is unfair to me. I am not willing to pay anything I had not agreed on and want them to assemble my trailer at no additional cost. My trailer is currently at their premises and I want them to be liable for any damage to my trailer and financial loss that my business suffers. I expect quality services and request you to address this issue with immediate attention. Looking forward to hearing back from you.

  Business response

  10/28/2022

  This trailer was originally brought to us in June of 2022 for repair due to shipper damage. The completion date on this repair was 6/14/22. The Unit was checked by the customer and picked up without any issues. On 8/17/22, customer brought this same trailer back to our repair shop with similar damage as before. The damage included bent steel e-track that was installed new on original repair, cuts in scuff liner where a fork lift had gone through it, wall bent, bent screws in the e-track 4' off the floor, and paint marks where skids had been ran down the wall.

  Our Operations Manager and Service Manager inspected this unit when it was brought in and let the customer know that this was shipper damage and not any kind of damage resulting from the original repair. The customer did mention that a shipper had damaged the wall liner on the curbside wall and was going to pay to repair the 4 foot, but the customer still wanted us to be responsible for the rest of the damage.

  After a lengthy discussion the the customer, he agreed to bring the trailer back in on 9/9/22 and we agreed we would put the wall liners down to see what the extent of the wall damage was.

  After the wall liner and foam was removed, it was very evident that the side posts were all bent from shipper damage and not a repair failure. At this point we brought our Director of Operations in to look over the job, and we did an estimate for the repair.

  This estimate/quote was performed on 9/13/22 and the customer was notified. On 9/14 our service department was met with some very nasty phone calls.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩